Today.

Today, e-business is at the center of banking. It's transforming the delivery of issues and services--along with customer expectations. Matching those expectations to your bank's abilities is the way to make customers happy. And happy customers make for happy shareholders.

Today, cultivating loyal customers is the play that leads to greater profitability.

But you don't win loyalty just through installing CRM software (although that's critical, too). This game calls for a holistic mind-set, in which your the public look at each customer as more than a one-time opportunity to cross-sell or up-sell